Nathan Crissey Email & Phone Number

Houston, Tx, Us

Technical lead and architect for company wide customer experience platform used for feedback gathering and reporting. Deflected over $100k in partner spend by performing development work internally including full reporting and dashboard revamp. Incorporated program feedback and business use cases from primary users to re-design 15+ dashboards and navigation tabs. Program project manager with IT for data flow management. Technical escalation point and mentor for 20+ other HP Medallia Admins including troubleshooting and emergency release authorization. Primary technical contact for vendor support and product requests.

Sunnyvale, California

Program Manager for supportability focusing on account recovery and security for G Suiteand Google Cloud. Advocate for the customer to Product and Engineering. Bring data from thesupport organization to influence the product roadmap to increase customer satisfaction.Primary point of contact for support enablement for new product launches and deprecations.Lead revamp of help center articles and support intake forms to improve case resolution timeand increase case deflection. Primary support contact for Less Secure Apps deprecationimpacting over 75M users.

San Mateo, Ca

Internal tier 3 support escalation point, product expert, and liaison between professional servicesand engineering primarily focusing on data collection products including survey platform and social collection. Coordinate with product, engineering and professional services teams for new feature rollout and feature deprecation.Embedded with engineering teams to assist in triaging, investigating, and prioritizing bug fixes. Lead revamp of Incident Response Team managing communication between engineering, professional services, and clients during incidents. Lead roll out of known issues reporting in Salesforce Knowledge platform for internal, partner, and client admin users.

Palo Alto, California

Internal support escalation point and liaison between Professional Services and Engineering primarily focusing on data collection products including survey platform and social collection.

Palo Alto, Ca

Day to day manager for a $2.5M annual value portfolio of 5 retail, auto, and education clients CX platforms. Build customer relationships through consistent communication, reliable expectation setting and delivery, and developing an understanding of the customer’s business needs. Prioritize requests and scope projects from multiple clients and stakeholders. Lead and mentor client teams consisting of local and off-shore analysts. Participate in internal pilots for servicing methodology.

Palo Alto, Ca

Act as technical setup escalation point for Professional Services teams. Participate in deal reviews to ensure proper technical scope and identify potential issues pre-sale. Create, codify, and document best practice technical configurations.

Palo Alto, Ca

Services lead technical analyst for 5 retail and education clients. Translate customer business needs into high quality, sustainable, low debt technical solutions in the Medallia platform. Troubleshoot issues and come to timely fixes and root cause determination. Implementation analyst for a Fortune 150 retailer. Managed data processes with client and 3rd party vendors. Coordinated with implementations team, Solutions Architects, and client stakeholders to create a best in class CEM system.

Sunnyvale, Ca

Design, manufacturing, test, and integration for electromechanical space mechanismsMechanical Design (July 2007 - July 2014)• Created and updated engineering drawings and test procedures for seven different electromechanical mechanisms.• Managed discrepancy reporting and resolution for mechanism builds.Certified Test Conductor (April 2009 - July 2014)• Responsible for the successful completion of over 20 tests of seven different electromechanical mechanisms.• Worked with cross-functional teams including test labs, quality assurance, specialty engineering, and management to complete critical testing with tight deadlines meeting all technical and schedule requirements.• Lead troubleshooting and failure analysis teams to resolve test anomalies, resulting in successful discovery of root cause and expedient recovery plans.• Received awards from management and customer for outstanding test performance.Certified Principal Engineer (July 2011 - July 2014)• Certified Principal Engineer for electromechanical mechanism consisting of redundant brush actuator, bearings, telemetry monitors, and structural components. Responsible for all phases of mission critical mechanism including design, procurement, test, and integration while meeting technical, schedule, and budget requirements.• Coordinated procurements of over $1M from multiple suppliers ensuring that all parts were available to support needs.• Presented weekly status, manufacturing readiness reviews, and test readiness reviews to team lead, management, and customer representatives.• Developed specifications and managed requirements flow down from subsystem to component level.

Bachelor Of Science (Bs), Aeronautical And Astronautical Engineering

Activities and Societies: Tau Beta Pi, Kappa Alpha Order, Husky Marching Band Minor in Music

Master Of Science (Ms), Engineering Management And Leadership, With Distinction